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Original poster

Holiday From Hell - Live

359 replies

Bartlebum · 15/03/2024 17:30

Please help!

It's my nan's 80th birthday and we have arranged for 29 of us to come to North Devon for a weekend to celebrate. Arrived at 3pm to boiler faults in our cottage, no heating and no hot water. Immediately reported and the owner did not reply.

We have seven cottages in total and as everyone arrived we realised all of them are out, so we checked the gas tanks for the whole property and they are empty.

I have been calling the booking agent we went through who said they won't deal with this guy anymore as he has had nothing but complaints, so have terminated the contract.

As we paid them I have asked them to sort it so they said they will do what they can to get in touch with him.

It's been 2.5 hours and no progress. 29 people, two elderly, 7 children and one with a disability. I have asked them to find alternative accomodation but they said its not on them, it's on the owner of the property who is not contactable.

I don't know what to do. There is no one on site as it was all done via key codes. The owner lives several hours away in London, we are freezing and can't begin celebrating my nan turning 80 on what should have been an amazing occasion. We literally stayed here two years ago and had the most amazing time but it's changed hands and not been maintained to any standard.

Anyone been in a similar situation? I've been nice to the agents and I don't want to kick off but I can't believe they won't help me.

OP posts:
Thread gallery
14
Fibi36 · 16/03/2024 17:56

I rent holiday property. Your contract is with the agent you booked with. It doesn't matter that the ceased trading with the owner, has no relevance. Your accomodation isn't fit for purpose. Tell the agent that you want another similar or better property immediately. Can you share who the agent is

Friars28 · 16/03/2024 17:57

Who did you pay money to ?..this is disgraceful to be treated like this, i would ring agents and say, you are all booking jn to hotels and guve them the bill. They are taking peoples money and not providing a service

busymomtoone · 16/03/2024 18:09

What a nightmare! Unless your booking is via one of those agents where they put you directly to deal with the cottage owners ( sorry not read whole thread) then as booking agents this company are 100% responsible- in fact, knowing the owners are so shit and not using them ongoing makes them 110% responsible because they should have contacted you. They are putting vulnerable people at risk and completely unacceptable. I’m sorry but you need to get tough - trading standards/ small claims/ Twitter name and shaming - throw the book at them. Make sure you take plenty of pictorial evidence. It doesn’t sound like heaters will fully solve the issues - is there a local hotel / b&b/ Airbnb that can accommodate you all? It’s particularly disappointing having stayed there before - so sorry for you all. Hope a dynamic and kind lawyer pops up on here to strengthen your case 💐

Katej82 · 16/03/2024 18:14

Bartlebum · 15/03/2024 17:30

Please help!

It's my nan's 80th birthday and we have arranged for 29 of us to come to North Devon for a weekend to celebrate. Arrived at 3pm to boiler faults in our cottage, no heating and no hot water. Immediately reported and the owner did not reply.

We have seven cottages in total and as everyone arrived we realised all of them are out, so we checked the gas tanks for the whole property and they are empty.

I have been calling the booking agent we went through who said they won't deal with this guy anymore as he has had nothing but complaints, so have terminated the contract.

As we paid them I have asked them to sort it so they said they will do what they can to get in touch with him.

It's been 2.5 hours and no progress. 29 people, two elderly, 7 children and one with a disability. I have asked them to find alternative accomodation but they said its not on them, it's on the owner of the property who is not contactable.

I don't know what to do. There is no one on site as it was all done via key codes. The owner lives several hours away in London, we are freezing and can't begin celebrating my nan turning 80 on what should have been an amazing occasion. We literally stayed here two years ago and had the most amazing time but it's changed hands and not been maintained to any standard.

Anyone been in a similar situation? I've been nice to the agents and I don't want to kick off but I can't believe they won't help me.

We had something similar with a villa abroad and we were getting married in our case all the electricity cut no showers no coolers etc food all went bad no lighting! To top it off we were getting married and the business had said they had a back up generator they didn't. It was dreadful managed to get a hotel for the wedding at least. But we made a huge complaint got compensation now it didn't fix it but we managed to book a holiday for our first anniversary with it. Try and see if you can buy gas bottles locally keep your receipt charge them for it if they don't pay take to small claims court. So sorry for your trouble and hope your nan has a happy birthday somehow xx

ThomasinaLivesHere · 16/03/2024 18:17

Glad there was a happy ending!

Speckybecky123 · 16/03/2024 18:25

HappierTimesAhead · 16/03/2024 12:10

Your update made me smile!! I love a happy ending! Enjoy😍

Don’t we all 😏

FMo1228 · 16/03/2024 18:35

GinForBreakfast · 15/03/2024 17:39

What do the T&Cs of the contract say?

How did you pay? If credit card then gather all the evidence by photo and see if you can find alternative accommodation. Then claim back on your credit card.

+1 to the credit card approach to recoup your money, I've recently looked into this and non-delivery of good and services is exactly what the credit card companies will respond to on your behalf.

I know this doesn't help you immediately though, I'm very sorry you and your family have been treated like this. Book into hotels if you can and claim it back through small claims if you need to take it that far.

Owl55 · 16/03/2024 18:36

Contact local press / tourism office

Coco1379 · 16/03/2024 18:40

If you paid through the agent they should give you the refund and or find alternative accommodation. Are they ABTA protected?

Jeannie88 · 16/03/2024 18:41

goneaway2 · 15/03/2024 17:36

Call the booking agents, tell them you want an immediate refund or they pay for a suitable hotel.. You are going to have to kick off to get them to do anything.

This! If the owners don't reply then go to the top. So sorry, awful for you all. X

Idtotallybangdreamoftheendlessnotgonnalie · 16/03/2024 18:52

Is it Wheel Farm Cottages by any chance? The way you've described it is bang on my friends experience. They're going through small claims at the moment to get their money back, the whole thing is unreal.

Shortfatandangry · 16/03/2024 18:53

Bartlebum · 15/03/2024 17:33

Wood burners with big baskets next to them saying "here is your complimentary wood" and there is some remnants at the bottom. We found a log store but it's locked.

There is one electric shower between all the houses.

Break the lock.

AnaMaeve · 16/03/2024 19:03

Please read the thread….

Do you really think that over 24hours later, the OP is waiting on MN advice…

Happy celebration in your mansion OP.

IDontOftenComment · 16/03/2024 19:05

AnaMaeve · 16/03/2024 19:03

Please read the thread….

Do you really think that over 24hours later, the OP is waiting on MN advice…

Happy celebration in your mansion OP.

Hear hear ….read the thread or don’t bother replying 🙄

Rosabellaboo · 16/03/2024 19:12

Bartlebum · 15/03/2024 17:30

Please help!

It's my nan's 80th birthday and we have arranged for 29 of us to come to North Devon for a weekend to celebrate. Arrived at 3pm to boiler faults in our cottage, no heating and no hot water. Immediately reported and the owner did not reply.

We have seven cottages in total and as everyone arrived we realised all of them are out, so we checked the gas tanks for the whole property and they are empty.

I have been calling the booking agent we went through who said they won't deal with this guy anymore as he has had nothing but complaints, so have terminated the contract.

As we paid them I have asked them to sort it so they said they will do what they can to get in touch with him.

It's been 2.5 hours and no progress. 29 people, two elderly, 7 children and one with a disability. I have asked them to find alternative accomodation but they said its not on them, it's on the owner of the property who is not contactable.

I don't know what to do. There is no one on site as it was all done via key codes. The owner lives several hours away in London, we are freezing and can't begin celebrating my nan turning 80 on what should have been an amazing occasion. We literally stayed here two years ago and had the most amazing time but it's changed hands and not been maintained to any standard.

Anyone been in a similar situation? I've been nice to the agents and I don't want to kick off but I can't believe they won't help me.

Your contract is with whoever you booked through. Just because they have chosen to no longer represent this “host” , your contract is still with them therefore you can demand a full refund. I’m sorry this is the holiday from hell, if you have payed via credit card then a refund will be easy, but you can also contact any bank you paid via if the agent refuses. It is 100% their locality as an agent to fix or refund this. If you get no where, please contact trading standards. Do not accept any partial refund. You should get a full refund and compensation as a minimum.

JuniperKeats · 16/03/2024 19:14

Get to the nearest pub/ place with rooms.
sort out the refunds after.

Evan456 · 16/03/2024 19:15

Booking agent is responsible as they shouldn’t be booking for that venue if they’ve dropped them

puzzledout · 16/03/2024 19:16

JuniperKeats · 16/03/2024 19:14

Get to the nearest pub/ place with rooms.
sort out the refunds after.

read the updates

AnaMaeve · 16/03/2024 19:22

And so it goes on @IDontOftenComment ….😂

SlightlyJaded · 16/03/2024 19:29

This has to be one of the worst offenders EVER for RTFT

quantumbutterfly · 16/03/2024 19:30

A useful trick is to click the 'see all' button on op's first post to see how they're getting on.

so you don't have to rtft

SlightlyJaded · 16/03/2024 19:32

quantumbutterfly · 16/03/2024 19:30

A useful trick is to click the 'see all' button on op's first post to see how they're getting on.

so you don't have to rtft

Or use the 'flip' function and see the forty-six-bazillion people saying 'Great update OP - enjoy your break' 🙄

It baffles me that people honestly think that 24 hours later, things haven't moved on....

Strongly suspect that these are the same posters who quote the whole OP so they can write 'agree'

quantumbutterfly · 16/03/2024 19:37

But we're all so desperate to be useful and helpful.

imo the end result will have made a good story to remember the day.

Who will OP get to play them in the film?

Is Nanny Bartlebum more of a Judi Dench or Catherine Tate?

OldPerson · 16/03/2024 19:41

Either all go to a hotel and sue for a full refund, or go out and buy electric heaters, which you can also sue the owner for. Contact a nearby hotel and explain the no hot water problem and rent a room for the weekend, where you can all shower. And for heavens sake name the cottages, site and owner, so everyone knows to avoid going there. But on the upside, at least all 29 of you get to spend time together. You've still got to make the best of a special event.

SlightlyJaded · 16/03/2024 19:47

OldPerson · 16/03/2024 19:41

Either all go to a hotel and sue for a full refund, or go out and buy electric heaters, which you can also sue the owner for. Contact a nearby hotel and explain the no hot water problem and rent a room for the weekend, where you can all shower. And for heavens sake name the cottages, site and owner, so everyone knows to avoid going there. But on the upside, at least all 29 of you get to spend time together. You've still got to make the best of a special event.

Again
RTFT
For the love of God! (to quote Phoebe Buffay)